Troubleshooting issues with rebranded portal

Troubleshooting issues with rebranded portal

Before moving on to troubleshooting issues with rebranded portals, let's take a quick overview of what Rebranding is all about in Zoho Desk.

Rebranding in Zoho Desk 

In Zoho Desk, we have a functionality called Rebranding under General Settings. This functionality enables users with the Administrator privilege to rebrand their Help Desk according to their needs. There are several activities involved within this functionality:

Activity 
Description
Uploading the company logo
You can replace the Zoho Desk logo with your company logo. The personalized company logo will appear for all the agents within the support portal and your customers in the Help Centers.
Customizing the favicon and link-back URL
With a logo-linkback URL, you can redirect your customers to a specific page while clicking your logo in the Help Center. With Favicon, you can also display your favorite icon in the address bar of a browser while accessing your Help Desk.




Domain Mapping
With domain mapping, you can provide customer support from your own domain within Zoho Desk.




Portal Name
The portal name is the address of your Help Desk account in Zoho Desk. With this functionality, you can customize your portal name according to your preference.




Multi-Branding
With multi-brand customer support in Zoho Desk, you can distinguish the identity of your brands by providing each brand its own Help Center. 

Read more about Rebranding in Zoho Desk -> Here. 

Troubleshooting issues with rebranded portals 

The following issues may occur for Zoho Desk users who have rebranded their domain by disabling the third-party cookies in their web browsers.

 

Issues 

  • User Presence and Notifications
    • Unable to process activities such as auto-assigning tickets, reporting on agent availability, and idle time
    • Failure to make real-time updates
    • Failure to detect agent collision
    • Unable to process feeds and notifications
  • Live Chat
    • Chat widget breaks while trying to load under the Chat tab
  • Attachments
    • Unable to view and download attachments
    • Failure to load a preview of attachments
    • Unable to render agents' profile pictures
  • End Users
    • End users couldn't confirm their initial password and reset passwords
  • Knowledge base
    • Unable to render and load attachments from the KBase Gallery
    • Failure to upload articles using Cloud picker
    • Unable to render Google Analytics and PageSense data
  • Integrations
    • Unable to load Zoho Assist and Microsoft Teams
    • Failure to load Zoho Survey and Zoho Calendar extensions in the top band placeholder

 

For all the above-listed issues faced by rebranded domain users, you must enable third-party cookies in your web browser. 


Apple's Safari browser has third-party cookies disabled by default. If you are using Chrome, Microsoft Edge, Mozilla Firefox, Opera, or Safari, please use the steps below to check if third-party cookies are enabled in your web browser. 

Enabling Third-party Cookies on your Web Browser

Here are the steps you need to follow to enable third-party cookies on different web browsers.

 

Google Chrome

  1. Open Chrome.
  2. Click the More icon (   ), then click Settings at the top-right corner.
  3. Under Privacy and security, click Cookies and other site data.
  4. Select the Allow all cookies option.


Mozilla Firefox

  1. Open Firefox.
  2. Click the Burger icon ( ☰ ), then click Settings at the top-right corner.
  3. Select Privacy & Security from the left panel to view your settings for Enhanced Tracking Protection.
  4. To allow third-party cookies, do one of the following:
    • If Strict is selected, choose Standard.
    • If Custom is selected, uncheck the Cookies option.

 

Microsoft Edge

  1. Open Microsoft Edge.
  2. Click the More icon (  ) at the top-right corner.
  3. Navigate to Settings > Site permissions > Cookies and site data.
  4. Uncheck the Block-third party cookies option.

 

Safari

  1. Open Safari.
  2. Click the Safari drop-down menu from the top-left corner and choose Preferences.
  3. Click Privacy in the top panel.
  4. Uncheck the Prevent cross-site tracking and Block all cookies option.

 

Opera

  1. Oopen Opera.
  2. Click the Opera menu icon (red circular icon) and click Settings.
  3. Click Advanced in the left sidebar, then click Privacy & security.
  4. Under Privacy and security, click Site settings.
  5. Select Cookies and site data.
  6. Enable Allow sites to save and read cookie data and uncheck Block third-party cookies option.

 

For more information, refer to Rebranding in Zoho Desk.


    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION








                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series


                                          • Digest


                                          • Functions


                                          • Meetups


                                          • Kbase


                                          • Resources


                                          • Glossary


                                          • Desk Marketplace


                                          • MVP Corner


                                          • Word of the Day


                                            Zoho Marketing Automation

                                              Zoho Sheet Resources

                                               

                                                  Zoho Forms Resources


                                                    Secure your business
                                                    communication with Zoho Mail


                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times


                                                      Carry your calendar with you
                                                      Anytime, anywhere




                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now




                                                                      Zoho TeamInbox Resources



                                                                              Zoho DataPrep Resources



                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW


                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now









                                                                                                      • Related Articles

                                                                                                      • Rebranding Zoho Desk Account

                                                                                                        Organizations have unique identifiers such as logos, portal names, access links for customers etc. that bring them exclusivity and recognition among several other companies. Such organization specific details must also reflect in the applications ...
                                                                                                      • Filing Tickets as Issues - JIRA

                                                                                                        On most occasions, you will lose track of the issues once customers raise them. But not anymore when you integrate the JIRA app into Zoho Desk. As an agent, you can submit tickets as JIRA issues from inside Zoho Desk tickets. Once created, you can ...
                                                                                                      • FAQs: Email

                                                                                                        Can I clone email templates across departments? Creating email templates for multiple departments in Zoho Desk allows you to streamline your communication with customers and agents by providing preconfigured messages tailored to specific needs. ...
                                                                                                      • Filing Tickets as Bugs - Zoho BugTracker

                                                                                                        Zoho Desk agents can submit tickets as new bugs. When you file a bug, it gets routed to the associated project in the Zoho BugTracker. The bugs can then be worked upon by your engineers in the Zoho BugTracker portal.        To file a bug: Go to the ...
                                                                                                      • Standard and Custom Contact Views

                                                                                                        Contact List Views are used to group contacts based on a defined set of criteria. For example, you can view a list of contacts that were added today or of those that are mapped with Zoho CRM. You can also use the List Views to add contacts as end ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace

                                                                                                          Resources

                                                                                                          Videos

                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                          eBooks

                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                          Webinars

                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.



                                                                                                            Zoho Show Resources